IT Support Technician Apprentice

**Who you’ll be working for**:
Cosurica are a Bradford based IT Support and Consultancy business. We focus on understanding your business, helping you avoid problems with compatibility, compliance, security and storage capacity; making IT really work for you.

**What’s in it for you**:
This is a training role, contributing to delivery of quality communication, technical support and implementation services to our customers. Our apprentices are often the first to touch a new Helpdesk Case, making sure issues are handled quickly and customersare kept updated. Apprentices are supported by the more experienced members of our Support Team.

We have a great cafe, various lunch takeaways and even a gym just round the corner. A park and open countryside are within a minute’s walk, an interesting and a wide variety of independent food and gift shops, galleries and cafes are in nearby Haworth. We’reonly a short bus ride from Keighley town centre with great rail and bus links to Leeds, Bradford, Skipton and beyond.

The company offers excellent benefits, such as:

- A fast-paced and varied environment
- A proactive approach to ongoing training to help you develop life-long skills
- The opportunity to work in a pleasant location with good public transport links
- Free parking on-site, if you drive and have your own transport
- Free shower and changing facilities, if you fancy cycling to work or going for a countryside run at lunchtime
- A powered ‘Sit-Stand’ desk with a comfy and supportive office chair and premium brand technology to work on
- We're a real Living Wage Employer, so everyone here gets fair pay based on their effort, attitude, skills and qualifications
- A generous holiday allowance

**You will be responsible for**:

- Providing basic technical support and other IT- related services
- Communicating and liaising with customers as a ‘First Point of Contact’
- Recording and monitoring incidents, problems and change requests reported by customers
- Developing and maintaining good relationships with our customers and colleagues
- Communicating effectively with colleagues, hardware and software suppliers, partner support providers and those of our customers
- Developing a solid understanding of the basics of Cyber Security best practice
- Turning communications received from customers into Helpdesk Cases (support tickets) and referring new opportunities arising to the Sales Team
- Documenting in detail what is done on every Helpdesk Case
- Making sure that customer documentation is well maintained
- Splitting cases involving multiple issues into separate cases as appropriate
- Carrying out remote troubleshooting
- Escalating cases which require more experienced support
- Following all our security procedures and keeping a vigilant watch for security issues

**You will need the following skills**:

- A love of challenges and ability to solve problems
- Great communication skills, inc. active listening
- The ability to type quickly and accurately while talking on the phone
- A deep desire to deliver an amazing customer experience
- The ability to communicate clearly with both technical and non-technical people (in English, since 99% of our customers are UK-based, but if you speak other languages too it can come in handy)
- Act with respect and professionalism at all times
- Maintain your personal motivation and commitment to keep abreast of rapid technology developments and acquire knowledge and skills in line with the business requirements of the company

**Entry requirements**:
The entry requirements for this Azure Cloud Support Specialist programme are as follows:

- GCSE Maths and English (or equivalents) at grades 3+ (D or above)

You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.

**Future prospects**:
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally, there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.

**Important information**:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.